The Society of Workforce Planning Professionals (SWPP) is a membership association designed specifically to facilitate education and networking among workforce planners and managers in the contact center.

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Tip of the Week

  • Plan for WFM shrinkage. 
    July 25 –

    Now more than ever, we know that people can call in sick and miss work. We plan for it in the contact centers with our shrinkage models, and generally have plans in place to ensure coverage in case the unexpected happens. What about your Workforce Management team?
    Your people can get sick too – …

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